A system doesn’t end at launch: that’s where it starts. We take on monitoring, updates and incidents with agreed response times, without you having to hire a separate team for it.
A project ends; a system doesn’t. Certificates expire, vulnerabilities appear in dependencies, the cloud bill creeps up, a partner changes their API, and the data grows until a query that once took a second takes thirty. None of that is anybody’s fault — it is simply what happens to a working system over time.
A managed service means somebody is accountable for it even when nothing is being built. Not “call us when it breaks”, but monitoring that warns you before a customer does, updates applied before they become urgent, and somebody who knows your system without having to learn it again each time.
Six areas. The scope is agreed against your system and your tolerance for risk — not everyone needs round-the-clock cover, and there is no point buying what you don’t need.
Availability, performance, errors and business metrics in one place. Alerts are tuned so each one means an action — a team getting ten false alarms a day stops reading them.
An agreed response time, runbooks and an escalation path. After a significant incident you get a written summary: what happened, why, and what prevents it recurring.
Dependencies, frameworks and tooling are kept on supported versions. An update deferred for two years stops being an update and becomes a modernisation project.
Backups whose restore is rehearsed on a schedule. Recovery time and data loss objectives are agreed in writing rather than assumed.
Cloud spend is reviewed on a schedule and unused resources are switched off. Performance decay is caught on a graph rather than in a complaint.
Smaller changes and fixes within an agreed allowance, plus technical advice when you’re facing a decision. Larger work goes into a separate agreement rather than quietly into the retainer.
We take on systems we didn’t build. In that case the engagement starts with an audit — without one, we can’t promise a response time for a system we don’t know.
A support agreement is worth exactly what is written in it. These four are agreed before signing rather than during the first incident.
What counts as critical, what waits until morning, and how quickly somebody answers.
The work that happens before a problem — and whose results are hardest to notice.
The state of the system has to be readable without having to ask.
A good support agreement is one you can leave — which is usually why people don’t.
We start with an audit and a handover: what the system is, where it is weak, where the documentation lives, and what happens today when something breaks. Where somebody else built it, that is a separate paid phase — and at the end of it we say honestly if something needs fixing before we can take it on.
Then we agree the scope. Response time, hours of cover, who the alert reaches, and what counts as critical versus what waits until morning — those go in the contract rather than resting on goodwill. The monthly allowance includes an agreed amount of small development work, so that every minor change doesn’t need its own quote.
Every month ends with a short review: what happened, what was updated, what it cost and what needs attention. The aim is that you know the state of your system without asking — and that you can leave the agreement at any time without that being a project in itself.
A specific engineer knows your system, not a queue. In a small team you never have to explain the context again from scratch.
Response time, cover and escalation are written into the contract. Where we can’t promise something, we say so before signing.
Most of the work is what you never notice: updates, certificates, growing data volumes and a slowing query, all before anybody complains.
We don’t require that we built it. We start from an audit and say honestly what needs fixing first.
Accounts, code and documentation are in your name. A support agreement must never be the reason you’re stuck.
We are in Tallinn, in the same timezone and the same contractual framework. Data can stay entirely inside the EU.
The standard package covers working days 09:00–18:00 with a one-hour response on critical incidents. Extended cover, including 24/7, is available by agreement and priced separately.
Yes, after a takeover audit. We review the code, infrastructure and monitoring, tell you honestly what the risk level is, and agree what needs fixing first for the cover to be realistic.
Yes, with one month’s notice. Termination includes handover: access, documentation and runbooks are transferred so that you or the next partner can continue immediately.
Monitoring and alerting, incident response to agreed times, dependency and security patching, backup and restore rehearsals, a cloud-spend review, and an agreed allowance of small development work — so that every minor change doesn’t need its own quote.
Larger development goes into a separate agreement. That’s deliberate: a support contract that quietly starts absorbing new functionality becomes either expensive for you or loss-making for us, and neither ends well. At the end of each month you get a review of what happened, what was updated, what it cost and what needs attention.
Monitoring and alerting run around the clock regardless — that’s a technical configuration rather than a person being present. A lot resolves itself: automated rollback withdraws a bad release and the service recovers without anybody waking up.
On who actually responds to a night-time alert, we’ll be straight with you. A small team cannot offer the same on-call rota as a large managed provider, and we don’t promise what we can’t keep. For most systems the right answer is working-hours cover plus automated recovery. If your system genuinely needs round-the-clock response, we say so before signing and agree how it’s arranged — including where that means somebody else covers part of it.
Through a separate paid audit and handover. We go through the code, the infrastructure, the dependencies and whatever documentation exists — usually not much. We look at where the security gaps are, what sits on unsupported versions, and what happens today when something breaks.
At the end we say honestly whether we can commit to a response time. Sometimes the answer is that something has to be fixed first — backups that have never been restored, say, or a deployment that runs by hand from one laptop. Promising a fast response on a system nobody understands isn’t a promise, it’s a hope.
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